Patient Experience and Safety
MMH is committed to providing quality care and enhancing patient outcomes.
Patient Experience Matters
We value our patient feedback and continually review opportunities to improve the patient experience. Through patient surveys, we monitor real-time feedback for each of our departments and providers and prioritize improvement opportunities to ensure we continue to exceed expectations. We share positive survey scores and compliments with our dedicated staff to reassure them of the meaningful impact they make in their daily work.
MEASURING PATIENT EXPERIENCE
One of the ways we monitor patient experience is through our Net Promoter Score (NPS). NPS is a measure of how satisfied (or unsatisfied) our patients are with the care provided at MMH. It is calculated using feedback from the patient survey question, “On a scale of 0-10, with 10 being most positive, how likely are you to recommend us to a family member or friend?”
2023 NPS Score: 92
An organization’s NPS can range from -100 to 100. A positive NPS above zero means an organization has more promoters than detractors. An NPS in healthcare above 50 is considered excellent and above 80 is world class.
Patient Safety
Your safety is our No. 1 priority. That means when you step foot in our hospital, our goal is to protect you from unnecessary errors, injuries, accidents and infections. At MMH, we have a patient safety team that monitors our outcomes and continuously improves processes to ensure you are as safe as possible during your stay. We are committed to reducing infection rates, preventing medication errors and ensuring effective communication always takes place between caregivers, patients and families.